At a Glance
- Tasks: Lead a team to resolve customer complaints with empathy and efficiency.
- Company: Riverside, a leading not-for-profit housing association making a difference.
- Benefits: Flexible working, personal development investment, and diverse workplace culture.
- Other info: Join a dynamic team focused on community support and career growth.
- Why this job: Make a real impact by enhancing customer experiences and driving service improvements.
- Qualifications: Experience in complaint handling, coaching skills, and a customer-first mindset.
The predicted salary is between 52065 - 52065 £ per year.
The Complaints Lead (CL) will be accountable for a team of complaints professionals, ensuring they are delivering against all objectives and performance measures and providing complaint resolution service to customers ensuring an empathetic approach at point of contact. Ideally in this role you will support the Complaints Operations Manager to actively & visibly champion the customer and embed a coaching & performance culture across the team, also to maximise team productivity, quality of service and customer satisfaction through an innovative approach.
We are looking for someone with:
- Knowledge of the Housing Ombudsman’s complaint handling code.
- Customer first ethos and the ability to elicit customer needs quickly and deliver to those needs, where possible.
- Excellent coaching skills with the ability to drive performance.
- Experience of complaint handling.
- Knowledge of identifying service improvements as a result of feedback, service failures and complaints.
- Experience of liaising and working with senior colleagues of all levels.
- Experience of managing and developing a new team.
- Provision of providing high quality business focused customer service.
At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.
The CL will lead and develop their team to create a culture that encourages individual autonomy and freedom to solve customer problems within milestones. The CL is accountable for the performance and delivery of their team and is responsible for the management of and continuous development of people, processes, systems and governance within the complaints process working with the Operations Manager and Head of Complaints.
The CL will ensure that all complaints and disputes are investigated or reviewed fairly and impartially, using an evidence-based approach. The CL will ensure that the team are working efficiently and effectively and in accordance with agreed performance targets, service standards and quality standards. The CL will work closely with other key areas of the business to share learnings and to ensure delivery of service improvements as a result of customer feedback.
Manage the operational performance of a team of between 8 to 10 Complaint colleagues. Allocate casework appropriately and monitor completion of work in line officer’s targets to contribute to Riverside’s corporate objectives. Ensure compliance with legal, regulatory and statutory obligations within their team including QA being delivered.
Essential Knowledge, Skills and Experience:
- Knowledge of the Housing Ombudsman’s complaint handling code.
- Customer first ethos and the ability to elicit customer needs quickly and deliver to those needs, where possible.
- Excellent coaching skills with the ability to drive performance.
- Experience of complaint handling.
- Knowledge of identifying service improvements as a result of feedback, service failures and complaints.
- Experience of liaising and working with senior colleagues of all levels.
- Experience of managing and developing a new team.
- Provision of providing high quality business focused customer service.
- Proven track record within a customer service environment.
- Outcome and solution focused with ability to show initiative and propose solutions to issues identified.
- Strong organisation skills with the ability to prioritise conflicting demands.
- Resilience and tenacity to see things through to conclusion.
- Excellent team player able to work in collaboration and flexible to meet business requirements.
- Proficient in Microsoft office.
Complaints Lead employer: Riverside-12e5e24d
Riverside is an exceptional employer, dedicated to enhancing the lives of our customers and communities. With a strong commitment to diversity and inclusion, we offer extensive training and development opportunities, ensuring that every employee can grow and thrive in their role. Located in the vibrant area of Pimlico, Westminster, our supportive work culture fosters collaboration and empowers staff to make a meaningful impact in the lives of vulnerable individuals.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Lead
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Riverside-12e5e24d.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Riverside-12e5e24d. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Complaints Lead
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Riverside-12e5e24d.
How to prepare for a job interview at Riverside-12e5e24d
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Riverside-12e5e24d's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Riverside-12e5e24d offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
